Free EXIN ITSM20F Exam Dumps Questions & Answers

According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

• A.  annually
• B.  monthly
• C.  quarterly
• D.  only when there is a business need to change the service

What data is recorded when an incident is reported to the Service Desk?

• A.  the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
• B.  the name of the person reporting the Incident
• C.  the name of the person handling the Problem
• D.  the name of the person who approves the Request for Change (RFC)

Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

• A.  Business Relationship Management
• B.  Release Management
• C.  Change Management
• D.  Service Level Management

What is the contribution of Availability Management to the Service Level Management process?

• A.  Availability Management provides information about the availability of the services being provided.
• B.  Availability Management supplies data about the availability requirements of users.
• C.  Availability Management acts in consultation with users to determine the availability of IT services.
• D.  Availability Management ensures that a Service Level Agreement (SLA) is available for all users.

Quality Management Systems can assist organizations in enhancing what?

• A.  ISO/EC 20000
• B.  Relationship with third parties
• C.  Supplier satisfaction
• D.  Customer satisfaction